We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Items that are personalised or made to order can only be returned and refunded if they are not what you ordered or defective.
To start a return, you can contact us at avemour@gmail.com with the following information:
- Order Name
- Payment Date
- Delivery Address
- Delivery Date
- Reason for Return
- Preferred Solution (Refund or Exchange)
- Any Applicable Photographs
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at avemour@gmail.com.
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right in the form of a replacement, refund, or compensation.
Tracking & Lost orders
All orders are sent Tracked via Royal Mail. Once your order has been dispatched, you will receive an email from Royal Mail with your tracking number, which ends with ‘GB’. This number can be put into the Royal Mail tracking system and you will receive regular updates along the way of where your order is at. You will also receive an email from Royal Mail the day before or the day of delivery stating the date they aim to deliver and the timeframe in which they aim to deliver. Royal Mail aim to deliver Tracked 48 parcels within 2 days, and Tracked 24 on the next working day, both including Saturdays, however this is not guaranteed.
If the time in which Royal Mail aimed to deliver your parcel has passed and you haven’t received your order, please get in touch with us as soon as possible and we will manually monitor the tracking for your order and keep an eye on it until we can submit a claim for it to be declared lost.
Parcels sent via Royal Mail cannot be declared lost until it has been 10 working days since they aimed to deliver, including Saturdays. This means a total of 11 working days for Tracked 24 orders and 12 working days for Tracked 48 orders. This is a policy which Royal Mail have in place for all parcels, and is out of our hands. We will not issue refunds for orders before this time has passed, and we will not issue refunds if orders have not arrived in time for an event or if an event is cancelled.
Once it has been 10 working days since Royal Mail aimed to deliver, we will submit a claim for your parcel to be declared lost. If our claim is accepted, we will be issued compensation for the value of your order which will then be passed on to you as a refund, or used as payment for a replacement to be sent.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Replacements
If your items arrive damaged or incorrect and you would like a replacement, please get in touch with us as soon as possible and we will send out a replacement if we have it in stock. In cases where we do not have the stock available, we will instead offer a refund on that item to the value which you paid at the time of ordering.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at avemour@gmail.com.
Cancellations
If you would like to cancel your order for any reason, you must write to us at avemour@gmail.com within 14 days of receiving your order. You then have an additional 14 days to return your order to us. If you are returning because it is not what you ordered or your item/s is/are defective, please let us know the issue, provide photos, and we will provide a return label and file a claim with the courier. If you would like to return due to a change of mind, return postage must be paid by the customer.
Upon receiving your return, it will be inspected and if there is an issue with your item which has been caused by us or the courier, you will receive a full refund. If it appears your order has been purposely damaged, no refund will be issued.
If you are returning due to a change of mind, your refund will be issued once all items have been returned in their original state and packaging.
These terms do not apply to items which are made to order or personalised.
For items which are made to order or personalised, we do not accept returns or cancellations unless the item/s is/are faulty. If you would like to cancel your order of personalised items before it has reached the estimated turnaround given at the time of purchase or before it has been dispatched, you will be offered a store credit to the value of your order. This will be sent via email to the email address provided upon ordering in the form of an electronic gift card.
As delays beyond our control can arise at any time, we do not issue refunds for orders of personalised or made to order items if they do not arrive in time for an event so please make sure you order well in advance if your order is intended for a specific event. Out current estimated turnaround times can be found on our home page. This is an estimation, not a guarantee.
Updates for specific orders are posted regularly in our Facebook group as and when we have them.
For more information on when we do/do not have to issue a refund, please see the following link: https://www.gov.uk/accepting-returns-and-giving-refunds
